crm a vehicle care service case study
Post on 21-Oct-2014
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DESCRIPTION
TRANSCRIPT
1
CUSTOMER RELATIONSHIP MANAGEMENT
Expanding the Customer Share in CleanCars
04/07/2023
2
Group Members
V. Dinusha
S. Saatviga
S.Y.Y.D. Wickramasinghe
K.T. Wickramasooriya
D. Wijethilake
04/07/2023
3
Contents
Introduction CRM for Clean Cars
Rationale Improved Customer Orientation Project Plan Operational CRM
Sales Marketing Customer Service
Reports Benefits
Conclusion Reference
04/07/2023
4
Introduction
CleanCars Sri Lankan Company setup in 2005 Experience scientific and professional vehicle care 10 Branches 5 in Colombo & 5 in Outstation
Staff
Communication Email & Fax SMS & Voice
StaffPromotion TeamsCorporate Sales & Marketing
TeamRetail Sales & Marketing
TeamAdministration Staff
Workflow Staff
04/07/2023
5
Introduction cont.
Customer Attraction Preventive Maintenance System Total Cleaning of Exterior & Interior
Customer Segmentation CorporateCleanCar+ CleanCar+Gold CleanCar+Silver CleanCar+Bronz
Services Offered Vehicle Care Services
Quick Detailing, Interior Detailing, Exterior Detailing, Leather Care, Fabric Guard, Odor Removal, Window Tint &3M Customized Car Matting
Preventive Maintenance Servicing/ Maintenance & Wheel Alignment
04/07/2023
6 CRM for CleanCars
04/07/2023
7
Rationale
CRM Acquire, Retain & Partner Selective Customers Superior Value Company & the Customer Encompass Sales, Marketing and Service functions
CRM in Automotive Industry Expert Viewpoint Vehicles Highly personalized commodities Companies need to track customer preferences Competitive Edge Match expected with actual service
offerings CRM for CleanCars
Empower Employees Uniform Service in all branches Customer Analysis
Cross Selling & Up Selling Proactive Business
04/07/2023
8
Improved Customer Orientation Philosophical Endeavor
Product Centricity Customer Centricity Tailored Services Individual/Segmented Customers
Primed Best Practices Manage & Integrate Holistic Approach Sales, Marketing & Service Processes
Technology Utilization Automation & Integration Collaborate Stakeholders + Uniformity Centralized Data
Repository Channel Management
Uniform yet Personalized Content across Multiple Communication Modes
Hassel Free transactions Feedback Management Improved Customer Service
04/07/2023
9
Project Plan
Preparatory Phase• Vision & Objectives Customer Centered Enterprise• Budget 5.5 Million• Duration 1 year• crmReadiness Training & Awareness Programs• Risk Management Strategies• Project Team Sponsor, Steering Committee, PM, Participants &
SMEImplementation Phase
• Definition Analysis Design & Prototyping Configuration & Testing Development Change Management
Post Implementation Phase
04/07/2023
10 Operational CRM
04/07/2023
11
Sales Force Automation
Account Management Contact Management Sales Process Management Activity Management Sales and Territory Management Lead Management Opportunity Management
04/07/2023
12
Account Management
Account InfoAddress InfoDescription Info
ContactsPotentials
QuotesSales Order
InvoiceActivities
EmailActivity History
AttachmentsTrouble Tickets
ServicesEvents & To-Dos
04/07/2023
13
Contact Management
Contact InfoCus. Potential
InfoAddress Info
Image InfoDescription Info
PotentialsActivities
EmailTrouble Tickets
QuotesPO, SO
ServicesActivity History
AttachmentsCampaigns
Events & To-Dos
04/07/2023
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Sales Process / Activity Management
Events:Event Info
Event StartAvailable
UsersInvite
RemindRepeat
Related To
To-Do:Task Info
Time & DateDue Date
NotificationRelated To
04/07/2023
15
Sales & Territory Management
Sales Order Info
Address Info
Terms & Conditions
Description Info
Service Details
Activities
Attachments
Invoice
Activity History
SO Status History
04/07/2023
16
Lead Management
Lead Info
Address Info
Description Info
Activities
Activity History
Attachments
Services
Campaigns
04/07/2023
17
Opportunity Management
Potential Info
Description Info
Activities
Contacts
Services
Sales Stage History
Attachments
Quotes
Sales Order
Activity History
04/07/2023
18
Marketing Automation
Campaign Management Direct Marketing Telemarketing Loyalty & Retention Programs Cross-Selling & Up-Selling Target Marketing
04/07/2023
19
Campaign Management
Campaign Life Cycle:
Tasks, Activities, Material &
Budget
Enhance Brand
Value: Teams & BU
Familiar UI
Track Responses
Monitor Results:
ROI/Rate/Cost
04/07/2023
20
Direct Marketing
Targeted Web Marketing:
Online Incentives Web Advertising
Marketing Networks
Email Direct Marketing
Buying Behavior:
eBusiness ?Profiling
Personalization SegmentationCross-Selling
Up-Selling
04/07/2023
21
Telemarketing
Single Connection
Solution
TM Projects
Telemarketers & TM
Teams
TM Queues
Distribute Queues
04/07/2023
22
Telemarketing cont.
Efficient Call Exec
Call Logs
Reporting Dashboard:
TM Productivity/d
ayQueued
Productivity/ Project
Telemarketer Performance
/Active Queues
04/07/2023
23
Loyalty & Retention
Points Program
Gifted Cards Program
Event Based Program
Earn Money for Event
04/07/2023
24
Loyalty & Retention cont.
Adding / Importing
Customer for Retention
Program
Reward Level & Promotions
04/07/2023
25
Cross-Selling & Up-Selling
Reward Customers:
No of same/ different services obtained
Buy X Services and Get 1
Free:3 car washes until
you get next wash in your
place
3 windows tinted until you get
the Next one for free
3 exterior detailing until you get an
interior detailing
service for free
04/07/2023
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Target Marketing
Tailoring:
One/More Segments
identified by Marketing
Segmentation
Mail:
Offers/Retentio
n Program details
according to the loyal
groups
04/07/2023
27
Target Marketing cont.
Sources of Referrals
04/07/2023
28
Customer Service and Support
Customer service and support case management with CleanCars CRM helps them effectively optimize service resources and frontline service representatives to dramatically increase productivity and improve customer satisfaction.
Gain visibility into team performance to guide resources Provide service staff with the tools they need to
efficiently help customers Reduce workloads with automated processes and self-
service Maximize customer satisfaction by keeping the lines of
communication open and efficient
04/07/2023
29
Customer Complaint Management
Ticket Info
Description Info
Solution Info
Comment Info
Activities
Attachments
Activity History
Ticket History
04/07/2023
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Customer Complaint Management
Can be
filtered
according to
the Selected
Time Start
Date
End Date
04/07/2023
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Appointment Management
Calendar:
Day/Week/Month/Year
Call/Meeting/To-Do
Can be filtered
according to the selected
time, start date and end
date
04/07/2023
32 Reports
04/07/2023
33
Sales Reports
04/07/2023
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Sales Reports cont.
04/07/2023
35
Sales Reports cont.
04/07/2023
36
Marketing Reports
Campaign Expectations & Actuals
04/07/2023
37
Marketing Reports cont.
Calendar Events & To-Dos Report
04/07/2023
38
Marketing Reports cont.
Telemarketer Productivity Report
04/07/2023
39
Marketing Reports cont.
Transaction Audit Report on All Retention Programs
04/07/2023
40
Customer Service Reports
Customer Complaint Management
Appoint Management
04/07/2023
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Benefits
Development of better relationships with their existing customers Increase sales Identify the customer needs more effectively Cross-selling of other products Identify the best customers Enhance customer satisfaction and retention Identify new prospects Increase the values and reduce the cost Improve profit
Access one centralized database Useful to acquire the complete view of all customer interactions and
their most crucial needs Can identify appropriate communication methods Summarized Reports
Recognize the business situation Identify sales and marketing patterns
04/07/2023
42
Conclusion
04/07/2023
43
Reference
http://www.comparecrm.com/crm/show-crm-vendors.php http://www.comparecrm.com/crm/crm-vendor-
recommendations.php http://www.avidian.com/CRM/crm-implementation.aspx http://www.microsoft.com/australia/dynamics/crm/using/12/
implementationprovenprocess.mspx http://searchcrm.techtarget.com/news/article/
0,289142,sid11_gci1237067,00.html http://www.crmblogguy.com/crmsuccess.htm http://hosteddocs.ittoolbox.com/SK050605.pdf http://www.crmblogguy.com/crmsuccess.htm https://www.scanandgorewards.com/admin.php http://searchcrm.techtarget.com/dictionary/definition/what-is-
customer-service-and-support.html http://www.maximizer.com/solutions/maxcrm/css/index.html
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THANK YOU !